My responsibilities as a customer support team lead included:
- Team Management: Overseeing a team of customer support representatives,
including hiring, training, and performance management.
- Setting Objectives: Establishing clear goals and key performance indicators
(KPIs) for the team and individuals to ensure they align with the company's
overall customer service objectives.
- Quality Assurance: Monitoring and evaluating the quality of customer
interactions to ensure high standards of service are maintained. This includes
regular feedback, coaching, and improvement plans for the team.
- Handling Escalations: Assisting in resolving complex customer issues and
escalations that require managerial attention.
Reporting and Analysis: Generating and analyzing reports on team performance,
customer feedback, and key metrics.
- Process Improvement: Identifying inefficiencies or areas for improvement in the
support process and implementing strategies to enhance overall customer
satisfaction and operational effectiveness.
- Cross-Functional Collaboration: Working closely with other departments, such
as product development and marketing, to convey customer feedback and
ensure a consistent customer experience.
- Customer Relationship Management: Fostering strong relationships with
customers, ensuring their needs are met, and handling VIP or strategic accounts
to maintain customer loyalty and retention.
- Adapting to Change: Keeping up with industry trends, new technologies, and best
practices in customer service to continuously improve team performance and
service delivery.

My responsibilities included weekly and monthly reporting on the results of my team to the head of customer support , also , i was engaged in qc work , namely , i analyzed and evaluated the quality of the work of agents on the line and held weekly feedback and team meetings with agents. in addition , dealt with the issues of remuneration of agents - namely , checking productivity , checking monthly tasks for agents , and did salary reporting for agents

I worked as a chat support agent for 6 months , and i also have 18 months of experience as a team leader. as a team leader , i analyzed the results of my team , created action plans , also wrote out the procedures , in addition , i monitored the performance of the project and my team , also , kept reports on the project